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148 MSM MALAYSIA HOLDINGS BERHAD WHO WE ARE STATEMENT & DISCUSSION BY OUR LEADERS HOW WE OPERATE
ANNUAL INTEGRATED REPORT 2021

SOCIAL

INITIATIVES

Our refineries are constantly audited to ensure that our In FY2021, the total number of customer complaints reduced
processes are in full compliance and certified with the from FY2020. Generally, we receive complaints from our
following: customers on packaging or process related issues which
are addressed promptly. The percentage of return product
Quality Management System (ISO 9001:2015)
was on par with the previous year, sustained at a lower level
Food Safety System Certification (FSSC 22000 - than in FY2019.
Manufacturing)
Number of Customer Complaints
Food Safety Management System (ISO 22000)
Good Manufacturing Practice (GMP) *For MSM Johor 149 99 72
only
Hazard Analysis and Critical Control Point (HACCP)
Certification from the Ministry of Health, Malaysia
2019
2020
As a global exporter, MSM complies with international
standards such as the Halal and Kosher certifications. All our 2021
products are:
Halal-certified under Halal Jabatan Kemajuan Islam Total Return Product
Malaysia (JAKIM)
0.10% 0.07% 0.11%
Kosher-certified by the London Beth Din Kashrut Division

2019
Full list of certifications available on page 26 2020
2021
Based on the audits and with the relevant certifications Note:
in place, we did not encounter any incidents of Total return product (%) is computed based on total return product out
of total sales.
non-compliance with the regulations and the standards
on the health and safety of the products during the
reporting year. Target Activities
We provide a range of feedback channels for our customers Key Activities in 2021
such as our corporate website, official phone line, email
and social media channels. During the reporting year, We managed to maintain the target for
our Group CEO visited key customers to obtain customer returned product as per previous years.
feedback from the ground, fostering closer ties as well as Thorough quality checks are conducted before the
adding a personal touch in the relationship with the customer. product is delivered to the customer, and every
Customer survey forms are also provided by our sales complaint from the customer will be investigated to
representatives to collect customer feedback based on the make sure that all orders are fulfilled successfully
quality of the products, availability of stock, performance
of delivery, image of company, ease to do business,
and after sales service given against services provided by
other competitors.
rd
Gula Prai was ranked 3 most chosen Fast-Moving
The Group is dedicated to reviewing and responding to all Consumer Goods (FMCG) brands in Malaysia for
customer feedback, including product or service-related FY2020 after Nestle’s brands, Maggi and Milo.
complaints. Any received complaint will be investigated once Source: Kantar’s Asia Brand Footprint 2021
details are received which include batch code, sugar grade,
quantity affected and request for sample for investigation.